Restrictions: Please be advised that All orders containing Body Mists will ship via USPS Ground Advantage only! Per Federal Guidelines, they’re restricted from all air mail services because of their flammable components.

System Glitch: In the event of a system glitch beyond our control, orders ( excluding Body Mist ) may be shipped via an alternate carrier at no additional cost to our customers. We will contact you first, if accepted updated tracking information will be provided.

• For example: customer selected USPS shipping and there’s a system glitch that won’t allow us to print labels. After confirmation, we will ship your order via UPS to avoid an extended delay.
  

Multiple Address Shipping: We understand your order may contain a gift for someone else. Unfortunately we are unable to ship to addresses that do not match the billing address provided.

Initial Delivery Fee: Shipping is automatically calculated at Checkout by UPS and USPS. Shipping fees are calculated based on delivery location and the total weight of your package.

2nd Delivery: If your order is returned to us because it couldn't be delivered, you will be notified via email. Re-Delivery fee is required for a 2nd Delivery attempt, No Exceptions!

• Customer must respond to our email within 72 hrs to discuss a 2nd delivery.

• Fee covers the cost of new packaging and a new shipping label, as the first is no longer valid. Once the Re-Delivery fee is paid, your package will be shipped end of day or on the next business day.

Order Processing: After placing your order, customer will receive an order confirmation email containing all purchase info. Please allow 2-3 Business Days for your order to be processed.

• Business days are MONDAY- FRIDAY only, does not include weekends or holidays that may fall on a weekday.

Order Tracking: The tracking number will be emailed once the order has been processed and shipped. Please allow 24 hours for the tracking info to be updated in the system.

• We advise all customers to signup for text, email and/or app notifications from the carrier. Customer is solely responsible for tracking after the order has been shipped.
  
  
• Please Do Not DM, Comment or Tag Us on social media posts about your order. ALL order communications, updates, etc. will be handled via customer service on our Contact Us page.

Yes, but its not automatically guaranteed. Please Contact Us prior to placing an order to confirm product availability and potential arrival times. 

Rush Order Shipping: Order will ship via UPS only, Body Mist ineligible for this service.

Rush Order Pickup: Available for all products

Delivered but Missing: Please look around the property, contact your neighbors, in the mailroom, with property management, etc. Your order may have inadvertently been delivered to them.

• Occasionally carriers will mark packages as delivered well in advance of the actual delivery stop, it may still be on the delivery truck.
  

Locating Lost Orders: Unfortunately we’re unable to assist with locating your package. Our order system does not have access to additional shipping information. Please allow an additional 24 hours for your package to arrive before reaching out to the carrier for further assistance.

Package Held for Pickup: If you received a notice that your package was held for Pickup, Please Contact the carrier to have it released. Have your tracking number ready and present the slip left by the carrier during in-person pickup.

Please do not intentionally refuse delivery in an attempt to get a refund or to file a chargeback.

• Changing your mind, no longer wanting your order and/or needing the money back doesn’t entitle customer to a refund. We will fight every fraudulent attempt, as we fulfilled the terms of our merchant-customer agreement.

Please Be Advised: Upon submitting an order customer agrees to adhere to all Policies, Terms and Conditions set forth in this agreement. If the customer does not agree to be bound by these terms, the customer does not have permission to submit orders on our website. All policies are clearly expressed on our website and linked on individual product pages.

Unfortunately if multiple orders are placed by the customer, multiple packages will be shipped. We do not wait to combine orders, as it would delay our processing and shipping schedule.

Online Orders selected for shipping are ineligible for Local Pickup. Read our Policy Here.

We only ship to the 48 contiguous United States plus the District of Columbia, excluding U.S. Territories. Unfortunately at this time we do not ship internationally, to P.O. Boxes, AFO, FPO Boxes or other non-residential areas, nor do we ship to freight forwarders’ addresses.

USPS Ground Advantage: 1st Class USPS is tentatively 4-5 years Business Days from ship date, not order date.

USPS Priority Shipping: USPS Priority is tentatively 3-5 Business Days from ship date, not order date.

We only ship to the 48 contiguous United States plus the District of Columbia, excluding U.S. Territories. Unfortunately at this time we do not ship internationally, to P.O. Boxes, AFO, FPO Boxes or other non-residential areas, nor do we ship to freight forwarders’ addresses. 

UPS Ground: Tentatively 3-5 Business Days from ship date, not order date.

UPS Next Day Air: Delivery by 10:30 am on the next Business Day after shipping.

UPS 2nd Day Air: Tentatively 2-3 Business Days from ship date, not order date.

We’re located in the Western New York region, experiencing rough winter storms that may impact order pickups and deliveries. 

Please Be Advised: There may be shipping delays during sales and holidays. We process orders as they come in, doing our best to keep shipping delays down on our end. We assume zero responsibility for shipping delays once the package is transferred to USPS or UPS.

• This includes, but is not limited to: delays due to weather, natural disasters, health crisis, travel bans, COVID-19, civil unrest, curfews, city/ county/ state/ country-wide shutdowns, holidays, carrier related issues, etc.

Please Be Advised: Our Shipping Tips do not constitute a Directive, Advice or Recommendation of third party service providers or their services, etc. ELLIE SHAI assume zero responsibility for the security or efficacy of any third-party service provider, apps, notification or correspondence. Please use your own discretion and research to make informed decisions regarding your order, as the choice is completely independent of our business. 

• Some Carriers allow packages to be held for pickup at the Main Shipping Facilities, the UPS store and Secure Access Point locations.

• Please Be Advised: Additional taxes and fees may be associated with the use of these services. Customer assumes sole responsibility for all additional fees.

All packages are inspected, wrapped and secured before they’re transfer to the shipping carrier.

• ELLIE SHAI is not responsible for packages damaged, lost or stolen in transit. But we will do our best to work with you.

Inspection: Please immediately and thoroughly look over your order upon receiving it. Customer has 48 hours from the delivery date to alert us of any perceived order issues. Have pictures and videos of damaged product(s) and shipping box ready to send to us and the carrier. 

• A damage claim must be filed by the customer and approved by the carrier in order to initiate any replacement from ELLIE SHAI.
  
  
• Please be mindful that any and all replacements are done at the discretion of ELLIE SHAI and subject to availability. As some products may be out of season, discontinued, etc. 

By placing an order, you agree to be bound by the Terms and Conditions set out below. If you DO NOT agree to be bound by these Terms and Conditions, you may not place an order with ELLIE SHAI. 

PRODUCT FAQs: Body FAQs; Home Fragrance FAQs; Candle Care.

CUSTOMER SUPPORT: Order FAQs; Refund Policy; Shipping Policy; Local Pickup Policy.

SHOPIFY: Privacy Policy; Terms of Service. 

It is the sole responsibility of the customer to become familiar with our Policies prior to submitting an order.